Settings and activity

20 results found

1. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

   10 votes

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   Future Consideration  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Oct 6, 2025

2. Visibility into who changed an agent state in Contact Center

   4 votes

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   New  ·  0 comments  ·  RingCentral Contact Center » Contact Center  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Sep 26, 2025

3. Ability to search for contact name in Outbounds SMS (CRMs)

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   7 votes

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   Implemented  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Aug 13, 2025

4. Overall Platform Intuitiveness and Team Adoption

   3 votes

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   New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Aug 5, 2025

5. Efficiency in Searching and Retrieving Customer Correspondence

   3 votes

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   0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Read/Unread by customer or agent?

   For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.

   
   

   For responded/unresponded: status_in: New or Replied

   
   

   please provide more details what and why is needed for searching, what objective it achieves.

   
   

   Mark supported this idea  ·  Aug 5, 2025

6. Maintaining Cohesive Threads with Individual Customers

   3 votes

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   0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   If the following options are checked:

   • Threading heuristics
   • Common ancestors threading

   
   

   Then replies to the same thread should be aggregated to the same thread and conversation will be reopened

   
   

   Please provide examples (thread id) if this is not the case

   
   

   
   

   Mark supported this idea  ·  Aug 5, 2025

7. Flexibility in Assigning and Managing Email Communications

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   0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   We currently have a very permissive system, where all agents can view and act on all channels.

   
   

   Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?

   Mark supported this idea  ·  Aug 5, 2025

8. call offers for the longest wait time

   196 votes

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   Under Review  ·  13 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Jul 30, 2025

9. Quality of Service (QoS) Portal for RingCX Calls

   57 votes

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   New  ·  10 comments  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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   Mark supported this idea  ·  Jul 28, 2025

10. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    9 votes

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    New  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Jun 3, 2025

11. Increase size of Local Connect Buckets

    6 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  May 16, 2025

12. Allow adjustments to a Local Connect Bucket

    15 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  May 16, 2025

13. exclude specific area code in local connect

    5 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  May 16, 2025

14. Caller ID name should be visible for Toll Free

    138 votes

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    Future Consideration  ·  28 comments  ·  Phone & Messaging » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Mar 21, 2025

15. Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

    9 votes

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    Implemented  ·  2 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Feb 19, 2025

16. Change color of lettering to red when agent goes into RNA Status.

    9 votes

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    Implemented  ·  1 comment  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Feb 19, 2025

17. Option to remove RNA state

    9 votes

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    Under Review  ·  0 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Feb 19, 2025

18. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    25 votes

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    Under Review  ·  2 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Jan 8, 2025

19. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    75 votes

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    Future Consideration  ·  8 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Mark commented  ·  Oct 17, 2024  ·  Edit…  ·  Delete…

    This should be available in any agent status

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    Mark supported this idea  ·  Oct 17, 2024

20. Report associating IVR data with transferring agent for post-call surveys

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    9 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Delete…  ·  Admin →
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    Mark supported this idea  ·  Oct 7, 2024